In the world we live in first-rate customer service is no longer the norm. Nonetheless every so often we’re fortunate to run into helpful people who insist on maintaining customer service standards that are above and beyond what we’re accustomed to.
In my son’s Cub Scout days, I had the role of organizing our monthly events and camping trips. So, it was natural that I would be the one to arrange our Scout graduation ceremony. Part of the job involved finding the right restaurant; one that would cater as well. As it happened there was an excellent BBQ place close to where I lived, which I sensed might fit the bill.
I drove over in the mid-afternoon, hoping it would be quiet, so the general manager would have time for me. He was business-like but attentive. Explaining the event, I estimated we’d need food for 65-70 guests. I asked if I could try a couple of items. No problem at all. He sat me at a large booth and I waited, curious as to what he’d bring out to win my business.
What he and his wait staff served was beyond unexpected. There had to be 12-15 plates placed before me. I was hoping to try a plate of ribs, maybe some beans and coleslaw. But this was unbelievable. The table was filled with beef ribs, brisket, baby-back ribs, several potato dishes, salads, fried pickles, sausage, corn on the cob, and yes, beans and coleslaw.
“Take your time. Lemme know what you think”.
I did just that… And the food was better and more delicious than I remembered. It was perfect for us.
While I was sitting, looking out at the restaurant, thinking how much the entire pack would enjoy this, it occurred to me someone short-sighted or penny-wise, pound-foolish, would’ve simply bragged about their food, or brought me one or two items to sample. But this manager, being alert and savvy, was taking no chances. By going above and beyond with his customer service, he made it easy for me to decide right there how ideal this food would be.
And that turned out to be very true. The entire pack loved the food. And we had a great graduation!
Vacation in Maui
We rolled into our hotel late in the afternoon, surprised to see scaffolding and various cables strewn throughout the lobby. The desk clerk was immediately apologetic. It seemed the lobby would be under construction during most of our stay. Truth be told, we were so happy to finally be in Maui it didn’t bother us at all. This somehow genuinely impressed the hotel clerk. Evidently, she’d weathered a stream of negative comments and complaints throughout that day.
She helped us with our questions regarding the best places for activities we were interested in. And with a wry sense of humor warned us about where not to go as well.
A view room as high up as possible was what we hoped for… to which she responded, ”Would you like the presidential suite; It’s available?”
The room was huge with a dazzling view of the Pacific Ocean. A great, long balcony and double of everything: Two bathrooms. Two bedrooms. Two kitchen areas with two living areas. Much more than we needed but great fun to be in.
It was clear to both Jenn and I, offering us this room was their way of making up for any inconvenience due to the construction. A stellar example of going above and beyond in customer service.
Our room turned out to be the “icing on the cake” for a wonderful trip.
Small acts can create a lasting impression
I was standing in a short line at a national drug store chain, holding a pack of chewing gum. There was only one elderly couple ahead of me. The gentleman, however, had something to say about every item that was being wrung up. The price, relative to what it was in the past, its competitors, the size of the jar. Plus, he had coupons. What looked at first to be a very short wait was turning into several minutes. I didn’t say anything. But the counter clerk could see that I was being asked to wait longer than I should have been.
While the man was going on about, “the good ole days…” she looked past him and motioned for me to walk to the adjacent register. Still maintaining the conversation with the couple ahead of me, she stepped to her left, reached for the package in my hand so she could scan it. While she was scanning and talking to the elderly couple, I took out my credit card, inserted it into the device, then withdrew it, while she handed me my wife’s gum. We never said a word, except “Thank You”, as she stepped back to her right to finish up with the other couple.
A small act, I know. Most people wouldn’t have given what was happening a second thought. But In a manner similar to the hotel clerk in Maui and the BBQ restaurant manager, she chose customer service that’s above and beyond.
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
Recommended Links:
https://thelittlecustomerservicebook.com/commonsensecustomerservice
